{"id":22992,"date":"2022-09-21T07:30:07","date_gmt":"2022-09-21T05:30:07","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=22992"},"modified":"2026-07-28T18:49:20","modified_gmt":"2026-07-28T16:49:20","slug":"real-time-communication-customer-service","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/real-time-communication-customer-service\/","title":{"rendered":"Real-Time Customer Service: Challenges &#038; Opportunities"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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style=\"font-weight:700;font-size:16px;color:#1a1a2e;letter-spacing:-0.2px;\">Summarize this article with AI<\/span><\/div>\n<div style=\"font-size:13.5px;color:#5b5b6e;margin:0 0 16px;padding-left:8px;line-height:1.5;\">Pick an AI: opens a chat with the summary ready to go \u2014 you just hit send.<\/div>\n<div style=\"display:flex;flex-wrap:wrap;gap:10px;padding-left:8px;\"><a data-ai=\"https:\/\/chatgpt.com\/?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#12a37f;display:inline-block;\"><\/span>ChatGPT<\/a><a data-ai=\"https:\/\/claude.ai\/new?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#d97757;display:inline-block;\"><\/span>Claude<\/a><a data-ai=\"https:\/\/www.perplexity.ai\/search?q=\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-flex;align-items:center;gap:8px;background:transparent;color:#2b2f3a;text-decoration:none;font-size:13px;font-weight:600;padding:9px 16px;border:1px solid #dcdce4;border-radius:26px;line-height:1;\"><span style=\"width:8px;height:8px;border-radius:50%;background:#1fb8a6;display:inline-block;\"><\/span>Perplexity<\/a><\/div>\n<div style=\"font-size:11.5px;color:#9a9aae;margin:14px 0 0;padding-left:8px;\">Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account<\/div>\n<\/div>\n<p><script> (function(){ var card=document.getElementById('fv-resumen-ia'); if(!card)return; var h1=document.querySelector('article h1')||document.querySelector('h1'); var title=h1?h1.textContent.trim():document.title.replace(\/\\s*[|\\-\u2013\u2014].*$\/,'').trim(); var link=window.location.href; var enc=encodeURIComponent('Summarize this article from the Fonvirtual blog. Title: \u00ab'+title+'\u00bb. Link: '+link); card.querySelectorAll('a[data-ai]').forEach(function(a){a.href=a.getAttribute('data-ai')+enc;}); })(); <\/script><\/p>\n<p><span style=\"font-weight: 400;\">One of the aspects that most concerns companies today is to <\/span><b>offer a customer service that exceeds users&#8217; expectations.<\/b><span style=\"font-weight: 400;\"> Nowadays, consumers do not choose a company solely on the basis of the products it offers. Although this is a very important aspect, it is the relationship it maintains with its customers what encourages them to stay with it and, above all, to build customer loyalty.\u00a0<\/span> <span style=\"font-weight: 400;\">This is where <\/span><b>technology plays a key role <\/b><span style=\"font-weight: 400;\">in helping companies develop systems that helps them to better support their customers. Among these systems are those that enable real-time communication. These tools offer businesses a <\/span><b>quick way to solve customer queries<\/b><span style=\"font-weight: 400;\">, as well as the opportunity to implement new strategies to personalize their services.<\/span> <span style=\"font-weight: 400;\">However, while real-time communication is a great opportunity for companies to improve their customer service, it <\/span><b>also brings with it a number of challenges<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span> <span style=\"font-weight: 400;\">Want to know what they are? Here&#8217;s everything you need to know to <\/span><b>deliver a better customer experience through real-time communication<\/b><span style=\"font-weight: 400;\">.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">Challenges of real-time communication<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">The need to use more resources<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">We must bear in mind that customers may have queries at any time of the day. This means that <\/span><b>they may come to us even after hours<\/b><span style=\"font-weight: 400;\">, so if we want to implement a real-time communication system, we must take this into account and allocate the necessary resources.<\/span> <span style=\"font-weight: 400;\">This allocation of resources implies, for example, <\/span><b>having different agents covering different shifts and available <\/b><span style=\"font-weight: 400;\">to serve customers. As we can imagine, this is a big cost for the company, but fortunately, as we will see below, technologies such as <\/span><a href=\"https:\/\/fonvirtual.com\/en\/conversational-ai\/\"><span style=\"font-weight: 400;\">Conversational AI solutions<\/span><\/a><span style=\"font-weight: 400;\"> allow us to reduce them.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Agents may be overwhelmed<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Implementing channels such as <\/span><a href=\"https:\/\/fonvirtual.com\/en\/web-chat\/\"><span style=\"font-weight: 400;\">real-time chat<\/span><\/a><span style=\"font-weight: 400;\"> or a <\/span><a href=\"https:\/\/fonvirtual.com\/en\/click-to-video\/\"><span style=\"font-weight: 400;\">Click to Video button<\/span><\/a><span style=\"font-weight: 400;\"> on your website will certainly <\/span><b>increase the number of interactions with your customers.<\/b><span style=\"font-weight: 400;\"> By facilitating communication through a channel where they can receive answers to their questions quickly, they will be encouraged to contact us to solve their doubts. And, of course, <\/span><b>as their experience will be more satisfactory<\/b><span style=\"font-weight: 400;\">, they will be more likely to recommend us to their family and friends.<\/span> <span style=\"font-weight: 400;\">This increase means that agents may be overwhelmed at any given moment and may not be able to comply with one of the main characteristics of real-time communication: the immediacy of the conversation. However, this is also a challenge that <\/span><b>we must overcome by relying, as in the previous case, on the possibilities offered by Artificial Intelligence<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Users are cautious when providing data through these means<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In order to solve customer queries in real-time, it <\/span><b>is mandatory for agents to ask for certain confidential data.<\/b><span style=\"font-weight: 400;\"> This is sometimes a difficult task.<\/span> <b>For example<\/b><span style=\"font-weight: 400;\">, imagine that a customer has a problem with his bank account and decides to contact them via a web chat. To verify their identity, the agent will most likely ask him a series of basic questions, probably including their ID or the last digits of their account.<\/span> <span style=\"font-weight: 400;\">As this information is so sensitive, <\/span><b>customers are reluctant to provide it through these communication channels<\/b><span style=\"font-weight: 400;\">, because they are beware that it could be used for any purpose other than identity recognition.\u00a0<\/span> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-22994 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2022\/09\/real-time-communication-challenges-300x200.jpg\" alt=\"real-time-communication-challenges\" width=\"380\" height=\"253\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">Opportunities to use real-time communication in your customer service or distance selling<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">In addition to providing quick answers to users, using real-time communication systems in your customer service offers other opportunities:<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Flexibility and ubiquity<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">For real-time communication to be possible, the systems used must have the <\/span><b>necessary technology: WebRTC <\/b><span style=\"font-weight: 400;\">(\u00ab<\/span><i><span style=\"font-weight: 400;\">Web Real-Time Communication<\/span><\/i><span style=\"font-weight: 400;\">\u00ab). This open source protocol is used in the <\/span><b>most advanced communication solutions <\/b><span style=\"font-weight: 400;\">and, as its name suggests, is responsible for transmitting information (audio, video, text messages, images, documents, etc.) in real-time over the Internet.<\/span> <span style=\"font-weight: 400;\">This technology is characterized by the fact that it <\/span><b>can be found within the main browsers <\/b><span style=\"font-weight: 400;\">(Google Chrome, Safari, Mozilla, Opera&#8230;), so it does not require the installation of any software or executable complement. Thus, we can communicate in real-time with our clients <\/span><b>from anywhere in the world<\/b><span style=\"font-weight: 400;\">. We simply need a device (computer, mobile or tablet) with an Internet connection to access the platform from our browser.<\/span> <span style=\"font-weight: 400;\">This implies a <\/span><b>high degree of flexibility<\/b><span style=\"font-weight: 400;\">, as we can manage our conversations in real-time and provide an efficient service at any time and no matter where they or we are.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Real-time collaboration with customers<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Real-time communication not only allows us to talk to our customers <\/span><b>without waiting or interruption<\/b><span style=\"font-weight: 400;\">, but also to collaborate with them and help them complete certain processes to prevent them from abandoning them.<\/span> <span style=\"font-weight: 400;\">In this sense, <\/span><a href=\"https:\/\/fonvirtual.com\/en\/cobrowsing\/\"><span style=\"font-weight: 400;\">cobrowsing solutions<\/span><\/a><span style=\"font-weight: 400;\"> allow us to <\/span><b>talk to customers by voice, chat and video at the same time that we accompany them through our website<\/b><span style=\"font-weight: 400;\">: from simple actions such as browsing with them to show them all the products we offer to more complex ones such as sharing, editing and signing documents.<\/span> <b>All this without you or your client having to leave the browser <\/b><span style=\"font-weight: 400;\">or switching tabs.\u00a0<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Security<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">As mentioned above, one of the challenges of real-time communication is that customers do <\/span><b>not always believe that they can provide personal information securely<\/b><span style=\"font-weight: 400;\">. Therefore, even if it takes longer for a response to arrive, they sometimes prefer to make these arrangements through means they already know and trust.<\/span> <span style=\"font-weight: 400;\">However, the truth is that these systems have a number of elements that, although they may be unfamiliar to users, <\/span><b>make them a secure means of customer service<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span> <span style=\"font-weight: 400;\">In addition to the fact that <\/span><a href=\"https:\/\/fonvirtual.com\/en\/blog\/security-cloud-communication-webrtc\/\"><span style=\"font-weight: 400;\">WebRTC is the most secure IP telephony protocol<\/span><\/a><span style=\"font-weight: 400;\"> and that <\/span><b>conversations are encrypted<\/b><span style=\"font-weight: 400;\">, the solutions themselves offer additional security features.\u00a0<\/span> <span style=\"font-weight: 400;\">In the case of, for example, those of cobrowsing that we mentioned earlier, they are characterized, on the one hand, by the fact that no session data is stored, as only the browser tab in which the session has been started is shared. On the other hand, when confidential data is entered, the content is hidden from the agent. In this way, customers can be sure that their data is protected from third parties.<\/span> <span style=\"font-weight: 400;\">If you would like more information and personalized advice on how to make real-time communication the best ally of your customer service, <\/span><a href=\"https:\/\/fonvirtual.com\/en\/contact\/\"><span style=\"font-weight: 400;\">please contact us<\/span><\/a><span style=\"font-weight: 400;\">. 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ChatGPTClaudePerplexity Opens in a new tab \u00b7 ChatGPT and Perplexity don&#8217;t require an account One of the aspects that most concerns companies today is to offer a customer service 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